Job Description

Conferma is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the world's largest payments platform for virtual cards.



We've engineered connectivity to over 80 of the world's best commercial card partners, over 400 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey - and seeing how far we can go, together!

Position:

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We're now looking for a Service Desk Analyst to join the team at Conferma.

Service Desk Analyst at Conferma is responsible for:

Promptly and efficiently address Level 1 customer enquiries within agreed-upon service level agreements (SLAs). Gather sufficient information to validate and replicate issues or complex requests. Escalate to 2nd-line support when complexity or time constraints prevent resolution. Record, monitor, and prioritise incidents and service requests, ensuring prompt resolution and appropriate escalation. Provide timely updates to internal and external customers on ticket status and progress. Adhere to defined team KPIs, taking responsibility for individual productivity. Enforce IT security policies and educate users on best practices for data security. Maintain transparent communication with customers regarding requests and incident statuses. Collaborate with other teams and customers to resolve complex issues and enhance service desk services.

Requirements:

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Skills and Experience

Proven experience as a service desk analyst or in a similar technical support role. Solid knowledge of ITIL framework and incident management processes, (ideally ITIL Foundation qualified). Excellent analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently. Knowledge of common operating systems, software applications, and IT hardware. Familiarity with IT service management tools is a plus. Strong customer service and communication skills to interact effectively with end-users. Ability to work collaboratively with other IT professionals and support teams. Willingness to stay up to date with emerging technologies and adapt to changing IT environments.

Other information:

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Compensation

Salary & Bonus: Dependent on experience, and skills

Benefits at Conferma

At Conferma we understand that our people are what make us great. We have set out to provide a comprehensive benefits package that includes everything you would expect, as well as providing flexibility for you and your family.


A salary sacrifice pension to maximise your contributions Life Assurance cover to provide peace of mind Enhanced Company sick pay to put your mind at rest Single cover private medical scheme, with the flexibility to add family members at your own cost 33 days paid annual leave to allow you to focus on what's important to you outside of work The ability to purchase up to 10 additional days holiday each year to enable additional time off Additional paid time off for life events, such as moving house or getting married An additional days leave on or around your birthday Enhanced paid parental leave on the birth or adoption of your child A confidential Employee Assistance program (EAP) available to all 24/7 Access a range of fantastic additional rewards, such as Cycle 2Work, Gym Membership, Tech Scheme and discounted shopping and Cinema tickets, via Conferma Rewards

Diversity Equity and Inclusion

We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favorable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant.